Migration from Jira Data Center to Jira Cloud

Overview

This document explains how to migrate HelpDesk+ for Slack from Jira Data Center to Jira Cloud. During this process, HelpDesk+ does not migrate any data, configurations, or settings between instances.

Instead, during the migration:

HelpDesk+ is reconnected to the new Jira instance
Your license is carried over

The same process applies when migrating between:

Jira Data Center versions (for example, Jira 9 → Jira 10)
Two different Jira instances
Jira Data Center and Jira Cloud

Migration steps

These steps must be performed in the account portal by a user who has admin privileges to the Slack workspace, along with access to a Jira account which also has admin privileges (we recommend using a Jira admin service account instead of an actual user, if possible).

Go to your account portal.
On the dashboard, find Help Desk+.
Click change Jira instance. A dialog appears.
Click Confirm. You'll be redirected to the Update your Jira connection page.
Enter the URL of the new Jira instance. The system will verify the URL automatically.
Once verified, click Confirm access.
Click Allow to grant Slack permission to access your Jira data.
After the connection is complete, select the service desk you’ll use in Jira Cloud.

This is required because each work item type is assigned a new, unique ID in Jira Cloud, so the ID we have in our configurations will no longer match. This will affect any channel notifications or quick create settings, and they will need to be re-saved.

Click Continue to proceed.
Optionally, add your knowledge base to the instance.
Click Continue, or skip this step.
When setup is complete, click Go to Slack to return to Slack.

Go back to the account portal dashboard and confirm that HelpDesk+ is connected to the new Jira instance.

After the administrator completes the migration, each user must reconnect HelpDesk+. Each user needs to:

On Slack, open the HelpDesk+ app page.
Click Connect.
Click Allow to grant Slack permission to access your Jira data.

This is required because user IDs change between Jira instances. Once a user logs in to the new Jira Cloud instance, HelpDesk+ reconnects their Jira and Slack accounts.